Refund policy

At HOLLYGLINT, we want you to shop with confidence. This Return & Refund Policy explains our voluntary return guarantee, the conditions applicable to returns and refunds, and the statutory consumer rights that may apply depending on your country or region.

This policy applies to purchases made through the official HOLLYGLINT online store.

Nothing in this policy excludes, limits or replaces any mandatory consumer rights that cannot legally be waived or restricted.

1. Voluntary Return Guarantee

HOLLYGLINT offers an extended voluntary return guarantee based on the number of LX Pro units purchased in the same qualifying order:

• 1 LX Pro: 30-day return period

• 2 LX Pro units: 60-day return period

• 3 or more LX Pro units: 100-day return period

The applicable return period begins on the calendar day the order is delivered to you, or to a person designated by you other than the carrier.

To qualify for our voluntary return guarantee, you must contact us before the applicable 30, 60 or 100-day period expires.

Return requests submitted after the applicable period may be refused unless mandatory consumer law provides otherwise.

Our 30, 60 and 100-day return periods are voluntary commercial guarantees provided by HOLLYGLINT and apply in addition to any mandatory statutory rights available in your country or region.

2. Eligibility for Voluntary Returns

To qualify for a return under our voluntary return guarantee, the product must generally be returned in a condition that allows us to reasonably inspect and process the return.

Unless mandatory consumer law provides otherwise, returned products must:

• be in their original condition

• be complete

• be free from damage caused after delivery

• include all components originally supplied

• include all accessories, cables, adapters, mounting components, manuals and inserts supplied with the product

• include the original retail packaging and internal protective packaging

• include any promotional items or complimentary gifts supplied as part of the qualifying purchase, where applicable

• include the order number or another acceptable proof of purchase

Any serial numbers, product labels, identification labels or security markings must remain intact and must not have been removed, altered or made illegible.

Where permitted by applicable law, HOLLYGLINT reserves the right to refuse a voluntary return or make a reasonable deduction from the refund where the returned product:

• has been damaged after delivery

• shows excessive signs of use

• is incomplete

• is missing original components or accessories

• has been modified, dismantled, repaired or altered without authorisation

• shows evidence of misuse, neglect or accidental damage

• has been improperly stored or handled

• is returned in a materially different condition from when it was delivered

• has been used in a way that materially reduces its value

These requirements apply to our voluntary return guarantee and do not remove or limit statutory rights relating to products that were defective, damaged, unsafe, incorrect or not as described when supplied.

3. Product Inspection and Testing

Where applicable consumer law provides such a right, customers may inspect and test a product to the extent reasonably necessary to establish its nature, characteristics and basic functioning.

Opening the packaging alone will not automatically invalidate a mandatory statutory cancellation or withdrawal right where applicable.

However, use beyond what is reasonably necessary to inspect or test the product may result in a reduction of the refund corresponding to the actual reduction in value, where permitted by applicable law.

Examples may include:

• prolonged or repeated use

• visible cosmetic wear

• scratches, dents or other damage caused after delivery

• missing protective materials

• missing accessories or components

• damage resulting from improper installation, storage or handling

HOLLYGLINT may inspect all returned products before approving a refund.

4. How to Request a Return

To start a return, contact:

support@hollyglint.com

We recommend using the subject line:

Return Request – Order [your order number]

Please provide:

• your full name

• your order number

• the email address used when placing your order

• the product or products you wish to return

• the reason for the return, where applicable

For defective, damaged, incomplete or incorrect products, we may also request reasonable supporting evidence, such as:

• photographs of the product

• photographs of the packaging

• photographs of the shipping label

• a short video demonstrating the reported issue

These requests are intended to help us assess and resolve the issue and will not be used to remove or unreasonably restrict any mandatory consumer rights.

Do not send a product back before receiving return instructions from HOLLYGLINT.

Once your return request has been reviewed and accepted, we will provide the applicable return instructions and the designated return location.

The return location may vary depending on the customer's country, the product, available fulfilment facilities and other logistical considerations.

Products returned without prior authorisation or sent to an unauthorised location may not be accepted.

After receiving return authorisation, you should normally dispatch the return within 14 calendar days, unless we provide another period or mandatory law requires otherwise.

We strongly recommend using a tracked shipping service and retaining proof of postage.

5. Return Shipping Costs

Change-of-Mind Returns

For eligible returns made because you changed your mind, no longer want the product or otherwise wish to return an eligible product under our voluntary return guarantee, you are responsible for the direct cost of returning the product unless HOLLYGLINT expressly agrees otherwise or applicable law requires another arrangement.

HOLLYGLINT does not normally provide prepaid return labels for change-of-mind returns.

Return shipping must normally be arranged and paid for by the customer.

We strongly recommend using a tracked shipping service and retaining proof of postage.

Original shipping charges are not normally refundable under our voluntary return guarantee unless expressly stated otherwise or required by applicable law.

This does not affect statutory rights under laws that require reimbursement of standard delivery charges.

Defective, Damaged, Incomplete or Incorrect Products

If a product is defective, damaged in transit, incomplete or different from what was ordered, please contact HOLLYGLINT before arranging return shipping.

Where required by applicable law, HOLLYGLINT will cover reasonable and necessary return shipping costs associated with an eligible defective, damaged, incomplete or incorrect product.

Customers should not pay return shipping costs relating to a defective, damaged, incomplete or incorrect order without first contacting us unless otherwise instructed.

6. Damaged, Defective, Incomplete or Incorrect Orders

Please inspect your order shortly after delivery.

If your product arrives damaged, defective, incomplete or incorrect, contact:

support@hollyglint.com

as soon as reasonably possible.

We recommend reporting visible shipping damage as soon as possible after delivery because this may help us investigate the issue with the carrier.

We may reasonably request photographs, videos or other evidence of the reported issue before determining the appropriate resolution.

Depending on the circumstances and applicable law, remedies may include:

• repair

• replacement

• reshipment

• partial refund

• price reduction

• full refund

Any recommended notification period is administrative only and does not remove mandatory consumer rights if the issue is reported later.

7. Non-Returnable Products

The following products or circumstances may be excluded from our voluntary return guarantee where permitted by applicable law:

• gift cards

• personalised or custom-made products

• products materially damaged by the customer

• products altered or modified after delivery

• products that have been dismantled or repaired without authorisation

• products missing essential components

• products returned in a materially different condition from when delivered

• products that cannot reasonably be inspected or processed because of their condition

• products connected with fraudulent activity or abuse of our return policy

Any product-specific restriction will be disclosed where reasonably applicable.

Products purchased during a sale, promotional campaign, bundle offer or using a discount code are not automatically excluded from statutory consumer rights.

8. Original Packaging

For returns made exclusively under our voluntary return guarantee, products should be returned with their original packaging wherever reasonably possible.

This may include:

• retail box

• internal packaging

• protective materials

• instruction manuals

• cables

• adapters

• mounting components

• accessories

• promotional items

Where permitted by law, missing or materially damaged packaging may result in a reduction of the refund if it causes an actual reduction in the product's value.

Where a return is made exclusively under our voluntary commercial guarantee, HOLLYGLINT may refuse a return where essential packaging, accessories or components are missing and this materially affects the product's condition or value.

This requirement does not override mandatory statutory consumer rights.

9. Multi-Buy Offers, Bundles and Promotional Gifts

LX Pro may be sold through:

• multi-buy offers

• quantity discounts

• bundles

• promotional packages

• complimentary gift offers

Where clearly disclosed and permitted by applicable law, returning only part of a qualifying multi-buy or bundle may result in the refund being recalculated based on the price that would have applied to the products the customer keeps.

For example, if a discount or additional benefit was conditional on purchasing two or three LX Pro units and one or more units are returned, the remaining products may be repriced according to the applicable offer structure.

The extended 60-day or 100-day return period is based on the qualifying number of LX Pro units purchased as part of the applicable order or offer.

If a partial return causes the order to no longer satisfy the quantity requirement for an extended return period, HOLLYGLINT may apply the return period corresponding to the quantity ultimately retained, where clearly disclosed and permitted by applicable law.

Promotional or complimentary gifts supplied as a condition of a purchase must also be returned where reasonably applicable.

If a promotional gift is not returned, HOLLYGLINT may deduct its disclosed value from the refund where permitted by applicable law.

Nothing in this section restricts mandatory statutory rights.

10. Exchanges

HOLLYGLINT does not normally process direct change-of-mind exchanges.

If you would like a different product or quantity, the fastest option is normally to return the eligible product in accordance with this policy and place a new order.

Defective, damaged, incomplete or incorrect products are handled separately and may qualify for replacement without requiring a new purchase.

11. Refund Assessment

Receiving a returned package does not automatically guarantee that a refund will be approved.

Returned products may be inspected to determine whether they comply with the applicable return conditions.

Following inspection, we will notify you whether:

• the return has been accepted

• the refund has been approved

• a lawful deduction applies

• additional information is required

• the return does not qualify under our voluntary return guarantee

Where permitted by applicable law, any deduction will be based on the actual reduction in value or reasonable loss resulting from the condition of the returned product.

12. Refund Processing

Approved refunds will normally be issued to the original payment method used for the purchase.

For returns made exclusively under our voluntary return guarantee, approved refunds are normally processed within 10 business days after the returned product has been received and inspected.

Banks, card issuers and payment processors may require additional time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact:

support@hollyglint.com

Where mandatory law requires a different or shorter refund period, the mandatory legal period will apply.

13. European Union and European Economic Area Customers

Consumers in the European Union or European Economic Area may have a statutory right to withdraw from eligible online purchases within 14 calendar days without providing a reason.

For goods, this period generally begins when you, or a person designated by you other than the carrier, physically receive the goods.

To exercise this right, you must clearly inform HOLLYGLINT of your decision to withdraw before the applicable withdrawal period expires.

You may contact us at:

support@hollyglint.com

After exercising a valid withdrawal right, the goods must be returned within the period required by applicable law.

For an eligible withdrawal from the entire order, HOLLYGLINT will reimburse payments required by applicable consumer legislation, including the cost of the least expensive standard delivery method offered where legally required.

Additional delivery costs resulting from selecting a more expensive delivery option do not have to be reimbursed where applicable law permits.

The customer will generally bear the direct cost of returning the goods following a change of mind, provided that the customer was properly informed of this responsibility before purchase, unless HOLLYGLINT agrees otherwise or applicable law requires HOLLYGLINT to cover the cost.

Consumers may inspect goods to establish their nature, characteristics and functioning.

Where goods have been handled beyond what is reasonably necessary for that purpose, HOLLYGLINT may make a lawful deduction corresponding to the resulting reduction in value.

HOLLYGLINT's voluntary 30, 60 or 100-day return guarantee does not replace or restrict statutory withdrawal rights or other mandatory consumer protections.

14. United Kingdom Customers

UK consumers retain all mandatory rights available under applicable UK consumer legislation.

For most eligible online purchases, consumers generally have 14 days after receiving the goods to notify the retailer that they wish to cancel.

They generally then have an additional 14 days to return the goods.

Where permitted by applicable law and where the customer was properly informed before purchase, the customer may be responsible for the direct cost of returning goods following a change of mind.

Consumers may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where the product has been used or damaged beyond that level, the refund may be reduced where permitted by law.

Separate statutory rights apply to goods that are faulty, unsatisfactory, unfit for purpose or not as described.

Nothing in the HOLLYGLINT 30, 60 or 100-day voluntary return guarantee restricts these mandatory rights.

15. United States Customers

For customers in the United States, the HOLLYGLINT 30, 60 or 100-day return guarantee is a voluntary commercial return policy.

For eligible change-of-mind returns under this voluntary policy, the customer is responsible for return shipping costs unless HOLLYGLINT expressly agrees otherwise.

Additional rights may apply under federal, state or local law.

Nothing in this policy is intended to waive any legal right that cannot lawfully be waived.

16. Canadian Customers

Consumer protection laws in Canada vary between provinces and territories.

Our voluntary return guarantee applies in addition to any mandatory cancellation, refund, repair, replacement or other consumer rights applicable in the customer's province or territory.

For eligible change-of-mind returns under our voluntary policy, the customer is responsible for return shipping costs unless otherwise required by applicable law.

Where mandatory law provides greater protection, that law will prevail.

17. Other International Customers

HOLLYGLINT serves customers in multiple international markets.

Consumer rights, withdrawal periods, refund requirements and statutory guarantees may vary depending on your country or region.

Our voluntary 30, 60 or 100-day return guarantee applies in addition to any mandatory consumer protections applicable to your purchase.

For voluntary change-of-mind returns, the customer is responsible for return shipping costs unless HOLLYGLINT expressly agrees otherwise or applicable law requires a different arrangement.

Where mandatory consumer legislation provides greater protection than this policy, that legislation will prevail.

18. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact:

support@hollyglint.com

as soon as possible.

We will make reasonable efforts to stop the order before fulfilment, but cancellation cannot be guaranteed once processing or shipping has begun.

If an order has already been dispatched, the applicable return procedure must normally be followed after delivery.

Nothing in this section restricts any mandatory cancellation or withdrawal right.

19. Refused or Unclaimed Deliveries

Where a parcel is refused, unclaimed or returned because of circumstances attributable to the customer, HOLLYGLINT may deduct reasonable and documented carrier, return or redelivery costs from the refund where permitted by applicable law.

This may apply where:

• the customer refuses delivery without an eligible legal basis

• the parcel is not collected from a designated collection point

• the customer does not follow reasonable carrier instructions

• incorrect or incomplete delivery information was supplied by the customer

This does not apply where the issue resulted from:

• an error by HOLLYGLINT

• an incorrect product being supplied

• qualifying shipping damage

• a delivery failure for which HOLLYGLINT is legally responsible

• another circumstance where applicable law requires a different remedy

20. Abuse of the Return Policy

To the extent permitted by applicable law, HOLLYGLINT reserves the right to reject claims made exclusively under its voluntary return guarantee where there is reasonable evidence of:

• fraudulent activity

• deliberate product damage

• product substitution

• manipulation or removal of serial numbers or identifying information

• false claims regarding delivery or product condition

• returning a different product from the product originally supplied

• repeated or systematic abuse of promotional return guarantees

We may request reasonable supporting information before processing such claims.

Nothing in this section limits or removes mandatory statutory rights.

21. Contact

For questions regarding returns, refunds, damaged products or other order-related issues, contact:

HOLLYGLINT
Email: support@hollyglint.com

Please include your order number and the email address used when placing your order whenever contacting us about an existing purchase.